Dyn mail Gateway and Mailhop service issues

After 4 years of absolutely no issues with Gateway, we first noticed significant Exchange inbound delays on May 28th. We eventually realized the delays were both inbound and outbound (I guess that is all semantics, as they are all "send" delays). The delays got worse after June 2nd. We called support at least three times from 5/28 thru 6/9. The information supplied by the support group was minimal. Updates on the RSS feed were less than minimal. We had customer inbound mail delayed in some cases 4 days! Dyn (as of 6/9) has finally added enough capacity and all delays have disappeared. I have three questions:

Why did it take so long for Dyn to A) to communicate to the paying user base that this was a capacity issue? and B) if it was simply capacity, why did it take two weeks to resolve? Looking back now, it is apparent that the delays didn't happen all at once. They started small and got larger over time.

The support folks told me that EWR was where the primary Mailhop server is located and that the PAO server is only for the "overflow". As of today 50% of our inbound mail is STILL flowing through PAO. If the above is the case, and connectivity and server capacity are now adequate, why are we still overflowing to PAO on a regular basis? What am I missing?

What is Dyn doing to make sure this doesn't happen again? I can't believe that someone wasn't seeing the mail queues get larger and larger on some system at Dyn. Even if they didn't, is there a plan in place now to prevent such a prolonged problem?

Looking forward to hearing from some folks that might be able to answer my questions.

1 Reply

For the forum. For those of you who actually use Gateway. Spoke with a DYN support manager. The significant latency started two weeks ago after Dyn added a number of new users that overloaded the server assigned to process Gateway sends (EWR). The long delay in making a fix occurred because of difficulty in obtaining additional server RAM to improve throughput. Evidently, the hardware involved isn't the newest. Although there really was no issue with internet bandwidth at either EWR or PAO, clearing the queues also proved problematic. We have been assured that the latency is all but gone and that support will continue to monitor the server's throughput continually. We feel very comfortable now that Dyn is on top of the entire service. Hope this helps others...